Senior Customer Service Representative – Long Term Care Policyholder Support & Remote Operations Specialist at arenaflex

Why arenaflex?

At arenaflex we empower families to navigate the aging journey with confidence. As a leading provider of long‑term care insurance and support services, we combine deep industry expertise with genuine compassion. Our mission is to be the trusted ally for millions of policyholders, helping them understand their options, manage financial challenges, and find peace of mind. We believe that great service begins with a people‑first mindset—make it human, make it about others, make it happen, and make it better—and we embed these values into every interaction, both with customers and within our own teams.

Our dedication extends beyond the policies we write. Through the arenaflex Foundation, we invest in local communities with grants, event sponsorships, and volunteer initiatives. We celebrate diversity, practice intentional inclusion, and strive to create a workplace where every associate can bring their authentic self to work. If you’re looking for a purpose‑driven career that blends meaningful impact with professional growth, arenaflex is the place to be.

Position Overview

We are actively recruiting multiple Senior Customer Service Representatives for our Policyholder Services and Long Term Care Claims teams. This is a fully remote, full‑time role serving customers across the Eastern and Central time zones of the United States. You will serve as the trusted voice of arenaflex, delivering world‑class service to policyholders and their families, processing transactions, and solving complex inquiries with empathy and efficiency.

Key Responsibilities

• Customer Interaction: Answer inbound calls and respond to written correspondence from policyholders, caregivers, and authorized representatives regarding existing Long Term Care policies.
• Transaction Processing: Execute policy changes such as address updates, stop‑payment requests, premium adjustments, and related documentation while ensuring accuracy and compliance.
• Outbound Outreach: When needed, initiate outbound calls to clarify policy details, follow‑up on pending actions, and provide proactive education on product features.
• Issue Resolution: Analyze, partner with internal teams, and resolve escalated or complex customer issues, always aiming for a first‑call resolution whenever possible.
• Documentation & Compliance: Review, verify, and file written requests, maintain up‑to‑date customer account information, and adhere to HIPAA and internal privacy standards.
• Performance Metrics: Meet or exceed individual and team targets for call quality, handling time, satisfaction scores, and other key performance indicators.
• Continuous Learning: Participate in virtual classroom training, on‑the‑job coaching, and ongoing professional development initiatives offered by arenaflex.
• Team Collaboration: Contribute to a supportive, collaborative atmosphere by sharing knowledge, assisting peers, and championing best practices.

Essential Qualifications

• High school diploma or equivalent; military experience is also considered an equivalent qualification.
• Minimum of 1 year of customer service experience, preferably in a call‑center environment.
• Completion of the National Retail Federation’s Certification in Customer Service & Sales or comparable credential is a strong plus.
• Proficiency with Microsoft Office Suite—Outlook, Excel, Word, and Teams.
• Professional, empathetic demeanor with a genuine passion for assisting elderly customers and their families.
• Strong critical‑thinking, problem‑solving, conflict‑resolution, and collaborative skills.
• Excellent verbal and written communication abilities, capable of explaining complex insurance concepts in plain language.
• Reliable high‑speed internet (minimum 50 Mbps) and a quiet, distraction‑free workspace for remote work.
• Flexibility to adapt to seasonal volume spikes, schedule adjustments, and evolving business processes.

Preferred Qualifications

• Bachelor’s or Associate’s degree in Business, Communication, or a related field.
• Prior experience in the insurance or financial services industry, especially with long‑term care products.
• Familiarity with HIPAA regulations and experience handling protected health information.
• Experience using customer relationship management (CRM) platforms or contact‑center software.
• Additional language proficiency (e.g., Spanish) to support a diverse customer base.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand and respond to the emotional needs of seniors and their caregivers.
• Attention to Detail: Precision in data entry, document verification, and compliance adherence.
• Time Management: Effectively juggle multiple tasks while meeting strict deadlines.
• Tech Savvy: Comfortable navigating multiple software tools simultaneously, including virtual training platforms.
• Adaptability: Thrive in a dynamic, remote environment where processes evolve rapidly.

Compensation, Benefits & Perks

Base Salary: Ranges from $43,200 to $66,400 annually, commensurate with experience, location, and demonstrated expertise.

Incentive Plan: Performance‑based incentive targeting an additional 5 % of base compensation, rewarding high‑quality service and metric attainment.

Comprehensive Health Coverage: Medical, dental, vision, and prescription drug plans with employer contributions.

Retirement Savings: Multiple 401(k) options with automatic enrollment and 100 % employer‑funded contributions in a directed retirement account.

Paid Time Off: Generous PTO package, including 12 paid holidays, volunteer time off, paid family leave, and sick days.

Insurance Protection: Disability, life, and long‑term care insurance for employees and eligible dependents.

Learning & Development: Tuition reimbursement, student loan repayment assistance, and support for professional certifications.

Wellness Programs: Gym membership reimbursement, Employee Assistance Program (EAP) resources, caregiver support, and mental‑health services.

Remote‑Work Support: Stipends for home office setup, high‑speed internet, and ergonomics equipment.

Career Growth & Development

arenaflex is committed to fostering long‑term careers. As a Senior Customer Service Representative you will have clear pathways to advance into roles such as Team Lead, Quality Assurance Analyst, Operations Supervisor, or specialized positions within claims, underwriting, or training. Our robust internal mobility program, mentorship opportunities, and tuition assistance enable you to continuously sharpen your skill set and reach your professional aspirations.

Work Environment & Culture

Our remote workforce is united by a shared purpose and a collaborative spirit. We prioritize:

• Inclusive Culture: A workplace where every voice is heard, and diversity is celebrated.
• Community Engagement: Volunteer programs, charitable giving, and local outreach through the arenaflex Foundation.
• Continuous Feedback: Regular coaching, performance reviews, and open communication channels.
• Work‑Life Balance: Flexible scheduling, supportive managers, and resources to help you thrive at home and at work.

How to Apply

If you are passionate about delivering compassionate, high‑quality service to seniors and their families, and you thrive in a dynamic, remote environment, we want to hear from you. Join arenaflex and become part of a mission‑driven team that makes a tangible difference every day.

Apply Now and start your journey with arenaflex today!